Senior Director, Customer Experience - Growth

Marriott International Bethesda , MD 20813

Posted 2 months ago

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?


The Senior Director, Customer Experience - Growth is responsible for driving long-range enterprise customer strategy and orchestrating cross-disciplinary efforts to most effectively achieve Marriott International's customer mission. Reporting to the Vice President, Customer Experience Growth, this role will be a part of a small nuclear team designed to drive high impact, complex, cross-disciplinary development. Major priorities for the department include 1) strategic business planning and alignment for overarching customer growth strategy across BMSC and related areas; 2) development of detailed plans to build and deliver optimal experiences at each customer touch point; 3) definition and execution of a framework and process for venturing, allowing for identification of new business models and a path for Marriott to tap their value; and 4) incubating and accelerating key initiatives that will deliver against the growth strategy, including articulating financial business cases, strategic rationale, and operational implications of new topline business opportunities, and nurturing those opportunities until they can be absorbed into the business. This role requires the capability to evaluate strategic opportunities, navigate high complexity projects, and produce results.


Education and Experience Preferred

  • 4-year degree from an accredited university in Business Administration or related major. MBA preferred.

  • 8 years of relevant professional experience across hospitality (lodging, restaurants) or like industries, and/or management consulting or corporate strategy, with a focus on business strategy development, demonstrating progressive career growth.

  • Prior experience in working in cross-discipline functions with a demonstrated ability to influence outside of formal reporting lines.

  • Demonstrated ability to manage senior-level relationships in all portions of a project, from 'top of the funnel' strategy and business case formulation with few, high impact decision makers to the execution phase, with more fragmented leadership and approval points.

  • Strong strategy-related skills, such business acumen, analytic abilities, and communication skills, as well as an aptitude for detail, including financial/budget management and an ability to understand the mechanisms of business systems.

  • Prior experience leading consumer-focused projects, digital development, and/or platforms either in hospitality or other related industries.


Development of the Customer Growth Strategy and Plans to Build and Deliver New Customer Experiences

  • Contributes to the ongoing development of 3-5 year strategic vision to 1) set direction and clarify a common approach for driving Customer Experience initiatives throughout the organization, 2) ensure core capabilities are built that will allow MI to innovate for growth and 3) orchestrate all customer touch points into a highly aligned and synergized customer-centric ecosystem.

  • Supports Vice President in managing BMSC-wide forums focused on customer growth strategy.

  • Engages Customer Experience, Brand, Operations, Digital, and Sales & Marketing teams to transform the customer experience with new products and service concepts at the right customer journey touch points.

Realization of New Customer Experiences

  • Generates vision/strategic plan for new customer experiences, partnering closely with Vice President and senior leaders from BMSC, Finance, Global Operations, and related areas to build financial business cases, strategic rationale, and operational implications.

  • Executes on and refines defined processes to build out new opportunities for growth, supervises proof of concepts (POCs) and pilots, as relevant, with the explicit goal of rolling out new business lines and/or capabilities.

  • Coordinates efforts and serves as internal spokesperson for business lines and/or capabilities under internal incubation.

Incubation & Initiative Management

  • Leverages internal & external incubation efforts, as needed, to drive progress in areas that are less mature and/or more transformative to existing disciplines and business lines, consistent with the Customer Strategy.

  • Partners with CX Innovation in accelerating early stage efforts to stand up new business initiatives and transition mature platforms into appropriate areas of the business

  • Oversees project management efforts, including leadership alignment, development of plans and deliverables, resources/funding, and resolving/raising issues where appropriate.

Managing Responsibilities with Stakeholders

  • Develops and maintains effective relationships with both internal and external stakeholders across BMSC and other disciplines (e.g., Global Operations, Finance). Fosters a positive climate and works in close conjunction with all stakeholders to build an atmosphere of unity and alignment around common, shared goals for customer growth.

  • Updates stakeholders on key initiative wins and opportunities, responds to concerns, and solicits feedback.

  • Engages leadership to develop and execute action plans to address gaps.


Building Relationships

Customer Relationships

  • Shows an understanding of the needs of different customer/stakeholder segments and develops appropriate service strategies.

  • Creates a serviceoriented environment and empowers others to build strong customer/stakeholder relationships.

  • Monitors customer/stakeholder feedback and metrics to improve service delivery.

  • Uses appropriate risk management resources when serious customer/stakeholder situations occur.

Global Mindset

  • Creates and coaches others on promoting an environment where everyone is valued and included.

  • Champions the Company culture of service, opportunity, respect, and fair treatment.

  • Ensures processes are in place to address concerns related to equity and fair treatment.

  • Brings together people with diverse backgrounds to drive innovation and engagement.

  • Establishes diverse partnerships across the industry, profession, and Company.

  • Champions the attraction, development, and retention of a multicultural and multigenerational workforce.

  • Ensures that all associates have the opportunity to achieve their full potential.

  • Implements programs that promote inclusion and engagement.

  • Ensures strategies are in place to promote inclusion, enhance engagement, and maximize business results.

Strategic Partnerships

  • Builds strong working relationships across departments or teams.

  • Models and coaches others on creating an open, trusting, and supportive work environment.

  • Coaches others on how their behavior impacts coworkers and the work environment.

  • Coaches direct reports to work together to set expectations for achieving shared goals.

Generating Talent and Organizational Capability

Developing Others

  • Creates and holds direct reports accountable for building an environment that supports feedback and ongoing development.

  • Sets and models expectations for required behavior, knowledge, and skill levels.

  • Provides ongoing feedback and customized coaching to others.

  • Develops others by identifying needs and setting appropriate department, team, and individual goals.

  • Conducts talent reviews across the business and develops succession plans for key leadership positions.

  • Networks with high potential leaders and coaches others on targeted recruitment efforts.

  • Uses available recruiting and hiring tools, brings together hiring teams, and makes hiring decisions.

  • Supports successful onboarding of new hires.

Organizational Capability

  • Continuously improves department, program, team, and job structures and ensures clear leadership accountabilities are in place.

  • Puts systems and processes in place to manage department and program performance.

  • Brings together the appropriate talent levels and mix of skill sets to drive innovation and performance.

  • Establishes and ensures understanding of the scope of decision making authority for team members.

  • Models and holds direct reports accountable for using meetings and other forums to regularly communicate.


Communication and Professional Demeanor

  • Actively listens and uses appropriate communication styles to deliver information in an articulate, understandable, and engaging way.

  • Influences others to accept a point of view, gain consensus, or take action.

  • Keeps leaders informed about key issues.

  • Models and coaches others on displaying a leadership style that conveys confidence and gains respect from others.

Leading Through Vision and Values

  • Models, coaches, and holds others accountable for leading ethically and with a high degree of integrity.

  • Promotes a convincing and inspiring vision for the direction of the Company, brand, and team.

  • Models and holds departments and project teams accountable for developing and implementing programs that reflect the Company's core values.

Managing Change

  • Presents the need for change in a positive way that encourages commitment and action.

  • Encourages others to identify ways to implement desired changes.

  • Models and coaches others on staying calm and focused during stressful situations.

  • Models flexibility and adjusts others' and own priorities when managing multiple demands.

  • Manages stakeholder expectations during change.

  • Develops strategies and provides resources to implement change.

  • Takes steps to minimize the stress others feel when change occurs.

Problem Solving and Decision Making

  • Models and sets expectations for offering suggestions and solving complex problems.

  • Uses data from different sources to evaluate alternatives, consider their potential impact, and make decisions.

  • Involves key stakeholders to gain agreement and support before making high impact decisions.

  • Makes key decisions and guides others to implement solutions in a reasonable amount of time.

Strategy Development

  • Demonstrates a strong understanding of Company, brand, discipline, and program strategies.

  • Uses data to thoroughly evaluate opportunities and focuses on those with the greatest potential business impact.

  • Adapts global Company and brand strategies into plans that can be implemented within the business to maximize customer/stakeholder satisfaction and profitability.

  • Uses data to build program strategies and make the business case for stakeholder commitment.

Learning and Applying Professional Expertise

Business Acumen

  • Uses an understanding of market dynamics and the business environment to identify opportunities for improvement.

  • Monitors industry and market changes and adjusts priorities as needed.

  • Sets department or team standards and uses key business metrics to evaluate performance.

  • Models and coaches others on making business decisions based on data from a variety of sources.

  • Evaluates profit and loss statements, develops operating budgets, and conducts forecasting.

  • Demonstrates sound business judgment in addressing resource needs and improving efficiencies while balancing associate, customer/stakeholder, and financial results.

Continuous Learning

  • Creates an environment where learning is valued and encouraged.

  • Models and sets expectations for others to evaluate own and others' strengths and developmental needs.

  • Secures resources and creates opportunities for self and others to improve performance through stretch assignments and other professional development activities.

  • Models and coaches others on staying current on industry and discipline trends and holds others accountable for using relevant best practices.

  • Establishes training requirements for the team and holds others accountable for meeting training goals.

Strategy Knowledge

  • Models and holds others accountable for staying current in area of expertise.

  • Shows a strong understanding of the operating principles, resource needs, terminology, and interdependence of all relevant functions to support successful discipline operations.

  • Promotes the development of partnerships across teams to solve complex issues and improve performance.

  • Ensures compliance with contractual, legal and regulatory requirements.

Managing Execution

Building a Successful Team

  • Coordinates with other departments and teams and helps clarify the responsibilities of each group.

  • Communicates clear expectations about how departments, teams, and individuals contribute to success.

  • Considers associates' strengths and team dynamics when assigning work.

  • Coaches and holds others accountable for establishing teambuilding strategies and encouraging cooperation.

  • Involves team members in making decisions that impact the team.

  • Recognizes achievements that support department and team success.

Driving for Results

  • Reinforces a team environment that encourages accountability, high standards, innovation, and strong business performance.

  • Works with others to establish shared and individual goals.

  • Monitors department, team, and individual performance.

  • Makes sure associates are clear on expectations, timelines, and budget requirements.

  • Identifies and focuses on business opportunities that have the highest value for the Company.

Strategy Execution

  • Helps others understand work requirements by explaining why the work is important and by breaking down projects into manageable tasks.

  • Analyzes department, team, and individual workload to prioritize tasks and delegate appropriately.

  • Identifies and obtains the equipment, materials, personnel, and other resources teams need to accomplish their work.

  • Establishes and coaches others on processes for monitoring work quality and project milestones.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Senior Associate Customer Experience

Total Wine

Posted Yesterday

VIEW JOBS 4/20/2019 12:00:00 AM 2019-07-19T00:00 Senior Associate, Customer Experience Bethesda, MD USA At Total Wine & More, we are unified by a relentless pursuit of providing legendary experiences. We have built a culture that is committed and empowered to delight our customers. In this role, you will be responsible for the system we use to collect voice of the customer data and all related service training. Ability to analyze data to uncover and share service insights will be key. This role requires a customer-oriented, creative and collaborative individual ready to create and drive service solutions. Ability to raise internal awareness of our program is required. As the leader of our service recognition program, understanding the tie between employee engagement and customer experience in this role is vital. Supporting and building elevated processes, driving program enhancements, writing streamlined communications and tracking success are key focuses of the role. This function will directly impact the stores ability to deliver exceptional service. You will be required to have daily communication with vendors, stores and field leadership. KEY RESPONSIBILITIES * Maintain and enhance our Customer Experience program keeping on top of all new vendor services and tools * Manage store service recognition program * Develop and circulate action-oriented reporting around service weekly * Find creative ways to keep service recognition fun, fresh and effective * Lead store focus groups to identify and eliminate empowerment/engagement limiters * Maintain Service online page; find creative ways to drive site use * Create content for service training programs * Communicate program updates and reporting changes * Provide our field leadership partners with training around In-Moment tool * Drive key service trainings and initiatives through regular visits to stores * Complete Policy & Procedure updates as needed * Partner with business partners and vendor to strategically attack major customer dis-satisfiers * New store and new user additions/maintenance * Manage Customer Experience inbox JOB REQUIREMENTS Minimum Experience, Skills and Education: * Bachelor's Degree * 4+ years of experiences in Customer Experience field * Proficient Microsoft Office skills required, advanced Excel and PowerPoint skills a plus * Retail experience preferred * Passionate advocate for the customer * Strong analytics skills * The ability to look at a problem in different, creative ways with a strong desire to drive to solution * Innovative, creative, and extremely responsive with a strong sense of urgency * Excellent communicator with excellent interpersonal skills * Positive energy and resiliency * Strong verbal, written and presentation communication skills * Experience building collaborative relationships across functional areas. * Driven personal style that flourishes in a fast-paced environment * Team player and broad thinker About Total Wine & More Total Wine & More is America's Wine Superstore®—the country's largest independent retailer of fine wine. We started in 1991 when brothers David and Robert Trone opened two wine stores in Delaware. Today, our typical store carries more than 8,000 wines from every wine-producing region in the world. In addition, Total Wine & More carries more than 2,500 beers, from America's most popular beers to hard-to-find microbrews and imports, and more than 3,000 different spirits from every price range and category. Our strength is our people. We are always looking for motivated, talented team members who are interested in working for a company with entrepreneurial spirit and a passion for providing best-in-class service. Our retail stores and corporate office (called the Store Support Center) provide opportunities for career growth and advancement. Offering competitive compensation and comprehensive benefits for qualifying positions, we strive to ensure that all Team Members feel that they are a part of the business, as they are valuable resources to our customers, co-workers, and communities. Drug Free Workplace EOE Total Wine Bethesda MD

Senior Director, Customer Experience - Growth

Marriott International